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EXIN ITIL-F Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Key Concepts of Service Management	10%	- Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user
Topic 2: ITIL Guiding Principles	15%	- Start where you are - Progress iteratively with feedback - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Optimize and automate - Think and work holistically
Topic 3: Four Dimensions of Service Management	15%	- Value streams and processes - Organizations and people - Information and technology - Partners and suppliers
Topic 4: Service Value Chain	15%	- Plan - Design and transition - Deliver and support - Engage - Improve - Obtain/build
Topic 5: ITIL Service Value System (SVS)	15%	- Overview and purpose of SVS - Governance
Topic 6: General Management Practices	15%	- Information security management - Relationship management - Continual improvement - Service level management - Supplier management
Topic 7: Service Management Practices	15%	- Change enablement - Service request management - Service desk - Problem management - Incident management

EXIN ITIL Foundation Sample Questions:

1. Which is a responsibility of a customer within the service level management process?

A) Measure service availability
B) Negotiate third party contracts
C) Agree Service level targets
D) Supply good or services

2. What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A) A service object
B) An incident
C) A known error
D) A change

3. What are underpinning contracts used to document?

A) Metrics and critical success factors (CSFs) for internal support teams
B) The provision of goods and services by third party suppliers
C) The provision of IT services or business services by a service provider
D) Service levels that have been agreed between the internal service provider and their customer

4. What do customer perceptions and business outcomes help to define?

A) Key performance indicators (KPIs)
B) Governance
C) Total cost of ownership (TCO)
D) The value of a service

5. Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A) The process practitioner
B) The process owner
C) The service owner
D) The process manager

Solutions:

Question # 1
Answer: C

Question # 2
Answer: C

Question # 3
Answer: B

Question # 4
Answer: D

Question # 5
Answer: B